TMCnet Call Recording Week in Review

Call Recording Featured Article

TMCnet Call Recording Week in Review

December 08, 2012

Call recording in enterprises has gained popularity as organizations use the technology to meet regulation requirements or benefit in training agents from recording customer interactions. As companies continue to adopt call recording technology, innovations and improvements continue to happen across the industry.

Over the last decade and a half, the VoIP communications industry has come on the scene exceeding even the most optimistic projections. Today, organizations large and small are replacing analog systems at impressive rates, and VoIP calls now exceed analog call volume by double-digit percentages. Network engineers must monitor the quality and reliability of VoIP in order to achieve the best possible business and network benefits. This can’t be achieved if IT departments act in silos; network engineers need a complete view of the entire network so that any problems or faults can be dealt with without undue loss of service or quality for users.

To kick off the week, Voicemails Forever unveiled a new recording and saving solution that will offer customers the freedom to record, transfer and permanently save important voice messages on phones and answering machines. This solution will help people store fond memories like that of a child’s first words. The voice safekeeping solution delivered by Voicemails Forever includes one hour of voicemail recording time. The service can be accessed by dialing a private access number and the steps to follow are very simple.

Contact center workforce optimization solutions provider UTOPY has joined the Cisco Developer Network as a solution developer within the contact center applications technology category. UTOPY’s customer interaction analytics platform, SpeechMiner, successfully completed interoperability testing with Cisco MediaSense platform, which enables a variety of recording and analytics solutions.

In general, Cisco MediaSense is open-standards, network-based, scalable platform. It supports recording, playback, live streaming and storage of media, including audio and video, with rich recording metadata.

Also this week, NHS Greater Glasgow and Clyde selected Red Box Recorders for the installation of voice recording solutions. NHS Greater Glasgow and Clyde is a health board in the U.K. and will deploy the software solution across three contact centers. All of the three contact centers are being used to schedule patient appointments. The contact centers are also used by the Staff Bank, which offers temporary staffing coverage for nursing, healthcare and administrative needs.

Retell, a U.K.-based call recording hardware and software manufacturer, launched a new hosted mobile phone recording solution designed to make mobile call recording a more realistic option for small businesses and single handset users, by way of an affordable price point. The solution also increases its value by including a GPS system that allows businesses to track worker movement, for improved security and efficiency.

Stay tuned to the call recording community on TMCnet for the latest trends, news and resources in the call recording and VoIP space.

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